Service Catalyst Blog

Major Incident Management II – Comments on Roles and Communication

In our last post we began discussing Major Incident Management and offered some thoughts around the authority to declare a Major Incident (MI) and guidelines for when such a declaration should be made. Let’s continue that topic by outlining the roles we typically define for the process. We’ll also offer some suggestions for handling communications […]

Service Operation: Major Incident Management Overview

In a recent post I mentioned we’d offer some thoughts on fancy integration workflow with Incident, Major Incident and Problem Management. But first, let’s begin with some suggestions on how to approach Major Incident Management and then in a future article we’ll discuss how it might integrate with Incident, Change and Problem Management. Within the […]

Improving Problem Management – Root Cause Analysis (RCA) Sub-Process in ServiceNow

I wanted to add some thoughts to our last (rather long) post on defining a Root Cause Analysis (RCA) sub-process as part of a Problem Management discipline. Specifically, just a brief mention of how we might approach enabling Root Cause Analysis in an ITSM Toolset such as ServiceNow. You may recall- we defined a sample […]

Improving Problem Management – Consider Formalizing an RCA Sub-Process

In a previous post we offered some practical solutions for getting started with Problem Management. It was suggested that it was of value to simply organize your Problem candidates in a central location and to keep track of their pursuit and that this didn’t necessarily require any fancy software. This is certainly true, but as […]

Problem Management – Some Practical Suggestions on Getting Started

In a previous post we went back in history to the old ITIL v2 Service Support volume to highlight an effective role Problem Management can play in providing control and oversight to the solutions and workarounds developed and applied in the support organization. This post will offer some thoughts on how to get started with […]

Service Operation: Consider using Problem Management to improve Incident Management

‘This stuff makes the most sense of all this stuff.’  – ITIL Foundations student   This comment was made by a student in one of my ITIL Foundations classes, and it was a reasonable statement because he made it while we were covering Service Operation. Service Operation is the ITIL Lifecycle phase that is most […]

IT Event Management Stuck at The Crossroads

I’ve been in IT for longer than I’d like to admit and one thing I’ve seen repeatedly is companies taking a disorganized and ad-hoc approach to Event Management and monitoring of their infrastructure that includes network, servers/VMs, databases, applications, etc.. Most IT organizations I’ve worked with suffer from tool sprawl, having acquired — over time […]

Organizational Vital Signs II – Two Steps to Control your Work In Progress (WIP)

As consultants we have the opportunity to see, examine and work with a variety of different organizations. When I’m first learning about an organization there are a few ‘vital signs’ I look for to get a quick assessment of the shop’s health and maturity. The first, which was covered in our last post, is the […]

TRIVIA – Playing with Service Catalyst is Fun AND Informative!

Standing Out from the Crowd @ K17 The challenge for any company on the floor at Knowledge (or any tech show, for that matter) is how to stand out memorably amidst a sea of vendors and specialists, each attempting to share their message as though it were the most essential one at the conference.  There’s […]

Come Talk to Us Early in your ServiceNow Journey

At the recent ServiceNow Knowledge 17 conference there was flier in the complimentary marketing materials that attempted to use some reverse psychology to lend the vendor some street cred and attract attendees to their booth: ‘Please don’t come by if you haven’t been on ServiceNow for 2 years – we just won’t have that much […]

#K17 Thoughts – Developing a Systems Understanding is Critical

I drafted these thoughts on an airplane flying back from the ServiceNow Knowledge17 conference. This was my first time at Knowledge but I came away with a sense that I had kind of ‘been here before.’ In one very important way there was a level of consistency with other ‘ITSM’ events and industry conferences where […]

Organizational Vital Signs – Leadership Team and Control of WIP

A while ago I posted on the topic of where an organization should consider starting with an ITSM initiative. The point was that the proper place was actually before ITSM itself. Rather it was best to consider the management structure and the leadership team. Continuing that theme; my next two posts will cover two ‘organizational […]